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How to resolve accidental licence purchases

  • Updated

Resolving accidental licence purchases allows you to quickly correct billing errors and keep your budget under control. This article explains how to identify purchase errors, contact Ringover support, and regularise your account status.

 

1. Identifying the type of purchase error 

If you have added incorrect licences or purchased more licences than planned, it is essential to pinpoint the problem before contacting support. The most common cases include:

  • The wrong licence type : Selection of an inappropriate plan for your users.
  • Involuntary addition : Adding extra licences inadvertently.
  • Surplus : Ordering a quantity greater than your actual needs.

 

2. Contacting the CSM team quickly 

As soon as you notice the error, contact Ringover's customer support team immediately. Reporting the incident as quickly as possible increases your chances of getting a fast and straightforward resolution.

To contact the CSM team:

  1. Go to our help centre. 
  2. Click "Submit a request". 
  3. Select the option "Contact your CSM".
  4. Open a ticket detailing your situation
⚠️ Important : Time is of the essence. Certain billing corrections must imperatively be made before the start of the next billing cycle to avoid complications. 

 

3. Providing the necessary information 

To speed up the processing of your request by our teams, prepare and send all the essential details related to this purchase.

To complete your request, provide:

  1. Provide your Ringover account information and credentials. 
  2. Briefly explain the circumstances of this mistaken purchase. 
  3. Specify the exact type and number of licences concerned.
  4. Indicate the precise number of licences you wish to keep (in case of surplus).

 

4. Following refund and update procedures 

Once you have contacted your CSM, you will be able to benefit from various types of financial adjustments and will need to carry out a few checks on your account.

Financial adjustment options 

The CSM team can implement several solutions depending on your situation:

  • Account credit : To offset unintentional charges.
  • Prorated discount : To adjust the cost of surplus licences.
  • Refund : For licences purchased by mistake.
💡 Tip: Remember to immediately delete the user accounts associated with unneeded licences from your administration portal, then check your next billing statement to verify that the corrections have been applied.

 

🎉 You now know how to resolve accidental licence purchases to keep your Ringover account billing perfectly up to date!